Senior ITSM Process & Governance Analyst

Catering; Ballyclare; On-site; GBP 65,000 - 90,000; Full time

Job summary

A senior ITSM Process Support Analyst role is available with A&O Shearman in Belfast. You will coordinate ITSM processes across the IT organisation, supporting Change, Release, Problem, and Service Design activities while ensuring compliance and evidence-based governance.

The role reports to the Global Service Desk Senior Manager and interacts with global teams. Required are 5+ years in IT, strong ITIL knowledge, and proven stakeholder engagement and communication skills.

Qualifications

• Minimum 5+ years working within an IT environment.
• Strong working knowledge of ITIL frameworks.
• Proven stakeholder engagement and communication skills.
• Proven ability to drive continual service improvement using data and feedback.

Responsibilities

• Coordinate and administer ITSM processes end-to-end and maintain documentation.
• Prepare management information and identify trends, risks and exceptions.
• Support Change and Release Management, CAB and PIR activities.
• Assist Problem Management lifecycle and root cause analysis.
• Help ensure service design into service readiness with evidence checks.
• Collaborate with vendors and service owners to ensure tool effectiveness.

Skills

ITIL knowledge

Stakeholder engagement

Analytical skills

Communication skills

Organisational skills

Education

Degree qualified preferred

Job description

A senior ITSM Process Support Analyst role is available with A&O Shearman in Belfast. You will coordinate ITSM processes across the IT organisation, supporting Change, Release, Problem, and Service Design activities while ensuring compliance and evidence-based governance.

The role reports to the Global Service Desk Senior Manager and interacts with global teams. Required are 5+ years in IT, strong ITIL knowledge, and proven stakeholder engagement and communication skills.